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Satisfaction with health services received by patients in regional hospitals using SERVQUAL

International Journal of Public Health Science · Vol. 14 No. 3 (2025) · hlm. 1404–1411

DOI
10.11591/ijphs.v14i3.25961
ISSN
2620-4126, 2252-8806
Terbit
2025-09-01
Penerbit
Intelektual Pustaka Media Utama
Bahasa
eng
Lisensi
creativecommons.org/licenses/by-sa/4.0

Abstrak

The concept of patient satisfaction, which has historically been overlooked and undervalued, is gaining importance. We aimed to investigate patient satisfaction with health services at the hospital. This cross-sectional study was conducted between January and June 2024. The study was conducted at Bima City Regional Hospital, NTB, Indonesia. The sample obtained was 437. The level of satisfaction was measured using 19 questions. Chi-square test and logistic regression were used in this study. The highest opportunity for reliability and responsiveness was found in patients aged 20–29 with OR and CI values of 1.97 (1.65–2.98) and 1.76 (1.03–2.09), respectively. For the tangibles dimension, the highest opportunity was in the age of 40-49 with OR and CI values of 1.98 (2.03–4.37). The highest OR (CI) values for each employed status namely 0.96 (0.77–1.21), 0.89 (0.67–1.18), 0.76 (0.41–1.40), 0.79 (0.51–1.70), and 0.92 (0.72–1.23). Meanwhile, at the level of education, respondents with university education had the highest opportunity value in all dimensions, with OR and Ci values of 0.84 (0.58–1.34), 1.42 (0.78–2.51), 0.51 (0.19–1.56), 0.59 (0.22–1.67), 1.45 (0.82–2.87). In conclusion, patient satisfaction with health services was influenced by age, employment status, and provider friendliness.

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  • State University of Makassar
  • Hasanuddin University
  • Diponegoro University
  • Universitas Halu Oleo
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  • Organisasi berbeda
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Rekan penulisOrganisasiArtikel bersama
Muhtar MuhtarAfiliasi tidak diketahui2
Edy WijanarkoAfiliasi tidak diketahui2
Martiningsih MartiningsihAfiliasi tidak diketahui2
Mutahharah HasyimState University of Makassar1
M. A. MartawijayaAfiliasi tidak diketahui1
Muliana RazaqAfiliasi tidak diketahui1
Mardiyani MardiyaniAfiliasi tidak diketahui1
Chair Rani RaniAfiliasi tidak diketahui1
Indra DwiantaraAfiliasi tidak diketahui1
Asrul AsrulAfiliasi tidak diketahui1
SyafiuddinAfiliasi tidak diketahui1
I YasirHasanuddin University1
Ahmad BaharAfiliasi tidak diketahui1
Adelina FitriAfiliasi tidak diketahui1
Ummi KalsumAfiliasi tidak diketahui1
Nyimas Natasha Ayu ShafiraAfiliasi tidak diketahui1
Sri MulyaniDiponegoro University1
Dia Purnama SariAfiliasi tidak diketahui1
Ibi SatibiAfiliasi tidak diketahui1
Abdul QoyumAfiliasi tidak diketahui1
Indrawati WilujengAfiliasi tidak diketahui1
Hari Anggit Cahyo WibowoAfiliasi tidak diketahui1
Zaenul MahmudiAfiliasi tidak diketahui1
Noer YasinAfiliasi tidak diketahui1
M. Fauzan ZenrifAfiliasi tidak diketahui1
Ahsin Dinal MustafaAfiliasi tidak diketahui1
Saida SaidaUniversitas Halu Oleo1
Annas BocengAfiliasi tidak diketahui1
Abdul AkbarAfiliasi tidak diketahui1
Iqbal Ali HusniAfiliasi tidak diketahui1
Rizqi Rizaldi HidayatAfiliasi tidak diketahui1
El Mountassir El MouchtariAfiliasi tidak diketahui1
Winarni NurshofiaAfiliasi tidak diketahui1
Yogi PutrantoAfiliasi tidak diketahui1

Afiliasi berasal dari OpenAlex; metadata OAI-PMH jurnal tidak memuatnya. Penulis tanpa ID OpenAlex dicocokkan berdasarkan nama, sehingga dua orang bisa tergabung atau satu orang bisa terpisah.

Sumber metadata: OAI-PMH (metadata jurnal) http://ijphs.iaescore.com/index.php/IJPHS/oai, pertama di-harvest 8 Nov 2026, terakhir terlihat 8 Nov 2026.
Metadata asli (oai_dc) 
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	<dc:title xml:lang="en-US">Satisfaction with health services received by patients in regional hospitals using SERVQUAL</dc:title>
	<dc:creator>Aniharyati, Aniharyati</dc:creator>
	<dc:creator>Haris, Abdul</dc:creator>
	<dc:creator>Lalu, Sulaiman</dc:creator>
	<dc:creator>Saimi, Saimi</dc:creator>
	<dc:creator>Menap, Menap</dc:creator>
	<dc:creator>Sastrawan, Sastrawan</dc:creator>
	<dc:description xml:lang="en-US">The concept of patient satisfaction, which has historically been overlooked and undervalued, is gaining importance. We aimed to investigate patient satisfaction with health services at the hospital. This cross-sectional study was conducted between January and June 2024. The study was conducted at Bima City Regional Hospital, NTB, Indonesia. The sample obtained was 437. The level of satisfaction was measured using 19 questions. Chi-square test and logistic regression were used in this study. The highest opportunity for reliability and responsiveness was found in patients aged 20–29 with OR and CI values of 1.97 (1.65–2.98) and 1.76 (1.03–2.09), respectively. For the tangibles dimension, the highest opportunity was in the age of 40-49 with OR and CI values of 1.98 (2.03–4.37). The highest OR (CI) values for each employed status namely 0.96 (0.77–1.21), 0.89 (0.67–1.18), 0.76 (0.41–1.40), 0.79 (0.51–1.70), and 0.92 (0.72–1.23). Meanwhile, at the level of education, respondents with university education had the highest opportunity value in all dimensions, with OR and Ci values of 0.84 (0.58–1.34), 1.42 (0.78–2.51), 0.51 (0.19–1.56), 0.59 (0.22–1.67), 1.45 (0.82–2.87). In conclusion, patient satisfaction with health services was influenced by age, employment status, and provider friendliness.</dc:description>
	<dc:publisher xml:lang="en-US">Intelektual Pustaka Media Utama</dc:publisher>
	<dc:contributor xml:lang="en-US">Ministry of Health</dc:contributor>
	<dc:date>2025-09-01</dc:date>
	<dc:type>info:eu-repo/semantics/article</dc:type>
	<dc:type>info:eu-repo/semantics/publishedVersion</dc:type>
	<dc:type xml:lang="en-US"></dc:type>
	<dc:format>application/pdf</dc:format>
	<dc:identifier>https://ijphs.iaescore.com/index.php/IJPHS/article/view/25961</dc:identifier>
	<dc:identifier>10.11591/ijphs.v14i3.25961</dc:identifier>
	<dc:source xml:lang="en-US">International Journal of Public Health Science (IJPHS); Vol 14, No 3: September 2025; 1404-1411</dc:source>
	<dc:source>2620-4126</dc:source>
	<dc:source>2252-8806</dc:source>
	<dc:source>10.11591/ijphs.v14i3</dc:source>
	<dc:language>eng</dc:language>
	<dc:relation>https://ijphs.iaescore.com/index.php/IJPHS/article/view/25961/14600</dc:relation>
	<dc:rights xml:lang="en-US">Copyright (c) 2025 Aniharyati Aniharyati, Abdul Haris, Sulaiman Lalu, Saimi Saimi, Menap Menap, Satsrawan Satsrawan</dc:rights>
	<dc:rights xml:lang="en-US">http://creativecommons.org/licenses/by-sa/4.0</dc:rights>
</oai_dc:dc>